Customer Success Manager

Friday Harbor; Seattle (WA); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Stock options eligibility

Full health, dental, and vision

Job summary

Friday Harbor is seeking a mortgage professional to manage day-to-day customer relationships, drive adoption of the pre-underwriting platform, and resolve issues for lenders. You will coordinate onboarding, training, and implementation while collaborating with lending teams to improve workflows.

Ideal candidates have loan industry experience, strong interpersonal skills, and proven ability to manage multiple relationships, prioritize needs, and deliver results in a dynamic startup environment.

Qualifications

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage professional with solid pre-underwriting knowledge.
• Excellent interpersonal skills; ability to build trust, lead meetings, explain things clearly, handle difficult conversations.

Responsibilities

• Own ongoing customer relationships; be the primary contact for questions and guidance.
• Drive adoption of Friday Harbor across customer organizations among lending professionals.
• Monitor usage, measure value, and identify opportunities to improve engagement and expand adoption.
• Lead regular customer check-ins and business reviews; communicate results and gather feedback.
• Troubleshoot loan-file and workflow issues; coordinate resolutions with product and engineering teams.
• Build relationships with customer stakeholders; understand goals and risks to retention.
• Support onboarding and implementation for new lenders, including setup, testing, training, and launch readiness.
• Share customer feedback with product/engineering to prioritize improvements.
• Develop and improve training materials, guides, and best practices.

Skills

Loan officer experience

Interpersonal skills

Organizational & project mgmt

Customer focus

Tech-savvy/troubleshooting

Tools

Encompass

Job description

Full-time. Strong preference for hybrid work in our Seattle office. We’ll pay relocation expenses to the Pacific Northwest for strong candidates. Remote work will be considered for exceptional candidates.

About Friday Harbor

Friday Harbor is an AI-powered pre-underwriting platform for mortgage lenders. It helps lending teams review loan files, identify missing information and potential issues, and prepare complete files before underwriting. After coming out of beta in summer 2025, nearly 1% of US residential mortgages used Friday Harbor in September 2026, including loans from three of the country’s top 15 independent mortgage banks.

We’re a well-funded Seattle-based startup backed by leading venture investors including Abstract, Mischief, Wischoff, AI2 Incubator, and CoFound.

Role

We’re hiring a mortgage professional with strong interpersonal and account management skills to help lenders get the most from Friday Harbor’s pre-underwriting platform. You’ll own day-to-day customer relationships, drive adoption, resolve issues, and help customers realize the full value of Friday Harbor.

You’ll work closely with lending teams to improve their pre-underwriting workflows, monitor customer engagement, and identify opportunities to expand usage. You’ll also support onboarding, training, and implementation for new customers.

Responsibilities

• Own ongoing customer relationships, serving as the primary point of contact for questions, issues, and guidance.
• Drive adoption of Friday Harbor across customer organizations, helping LOs, LOAs, processors, and other lending professionals incorporate the platform into their workflows.
• Monitor customer usage, measure value delivered, and proactively identify opportunities to improve engagement and expand adoption.
• Lead regular customer check-ins and business reviews, communicating results, gathering feedback, and aligning on priorities.
• Answer customer questions, troubleshoot loan-file and workflow issues, and coordinate resolutions with product and engineering teams.
• Build strong relationships with customer stakeholders, understand their business goals, and identify risks to customer satisfaction and retention.
• Support onboarding and implementation for new lenders, including coordinating setup, testing, training, and launch readiness.
• Share customer feedback with product and engineering teams to help prioritize improvements.
• Develop and improve customer training materials, support guides, and best practices.

Qualifications

• Experience as a Loan Officer, Loan Officer Assistant, Processor, or similar mortgage sales or operations professional, with a solid understanding of pre-underwriting and loan-file preparation.
• Hands-on Encompass experience is required.
• Excellent interpersonal skills. You build trust, lead meetings, explain things clearly, and handle difficult conversations well.
• Strong organizational and project management skills. You can manage multiple customer relationships, prioritize competing needs, and follow through without reminders.
• A proactive, customer-focused mindset. You take ownership of problems and look for ways to help customers succeed.Comfort learning software, troubleshooting problems, and working with technical teams.

Preferred Experience

• Experience in customer success, account management, mortgage software implementation, or training lending teams.

Compensation and Benefits

• $100,000–$130,000 annual base salary, based on experience.
• Stock option eligibility in a high-growth, venture-backed startup.
• Full health, dental, and vision benefits, with company-paid health insurance premiums.